Location and Performance Location of Performance: Oeiras, Portugal (on-site)Period of Performance: Base: 1 July 2026 – 31 December 2026. Option 2027: 1 January 2027 – 31 December 2027 (if exercised). Option 2028: 1 January 2028 – 31 December 2028 (if exercised).Required Start Date: 1 July 2026 (tentative)Security Clearance Required Security Clearance: NATO SECRETResponsibilities D01 – IT Help Desk Support Provide first- and second-level support to end users for daily business and Exercises/Operations Preparation; manage Incidents, Fulfilment Requests, and Changes on the ITSM ticketing system; troubleshoot and resolve hardware, software, and network issues related to Windows clients; document, track, and resolve IT support tickets within the established SLAs; assist users with password resets, account lockouts, and access permissions; provide guidance and training to end-users on IT systems and software; and elevate unresolved issues to appropriate support levels.KPI – Incident Response Time (SLA): 95% or more of tickets acknowledged within SLA (e.g., 15–30 minutes for priority cases).KPI – Incident Resolution Time: 90% or more resolved within SLA targets, based on priority levels.KPI – First Contact Resolution Rate: 70–80% or above.KPI – Ticket Backlog: 5% or fewer of total monthly tickets remain open beyond SLA.KPI – User Satisfaction (CSAT): Average rating of 4.2 out of 5 or above.KPI – Ticket Documentation Quality: 95% or more of tickets properly categorized and documented.D02 – System Administration Install, configure, and maintain Windows operating systems (e.g., Windows 10, Windows 11) and applications on users' workstations using the deployment/configuration tools available (e.g., SCCM); manage Active Directory accounts, including user creation, group policies, and access control; monitor system performance and troubleshoot performance-related issues; deploy and update patches, security updates, and antivirus definitions; maintain an inventory of hardware and software assets; provide support for peripheral devices such as printers, scanners, and mobile devices; and provide support to VTC systems.KPI – System Availability (Workstations/Services): 99% or more uptime, excluding planned maintenance.KPI – Patch Compliance Rate: 95% or more of endpoints updated within defined patch window.KPI – Endpoint Deployment Success Rate: 98% or more successful installations via tools such as SCCM.KPI – Active Directory Request Fulfilment Time: 95% or more completed within SLA (e.g., 4–8 hours).KPI – Asset Inventory Accuracy: 98% or more accuracy in asset database.KPI – Peripheral Support Resolution Rate: 90% or more resolved without escalation.D03 – Network Support Assist with troubleshooting and resolving network connectivity issues, and coordinate with network teams for configuration or changes affecting Windows clients.KPI – Network Incident Resolution Time: 90% or more resolved within SLA.KPI – Escalation Efficiency: 95% or more of escalations contain complete diagnostics and logs.KPI – Recurring Issue Reduction: Month‐on‐month reduction of repeated network‐related tickets (target: minus 10%).D04 – IT Security Ensure compliance with IT security policies and procedures; conduct regular checks to ensure Windows clients are protected against malware and unauthorized access; and assist in responding to and mitigating security incidents involving client systems.KPI – Endpoint Security Compliance: 98% or more of systems compliant with security policies.KPI – Antivirus/EDR Coverage: 100% of endpoints protected and reporting.KPI – Security Incident Response Time: Initial response within SLA (e.g., 1 hour or less for critical incidents).KPI – Vulnerability Remediation: 90% or more of critical vulnerabilities resolved within defined timeframe.KPI – Audit Findings Closure: 95% or more of findings resolved within agreed deadlines.D05 – Documentation and Reporting Create and maintain documentation for standard operating procedures (SOPs), Operating Instructions (SOIs), and troubleshooting guides, and provide regular status updates and reports on ongoing IT tasks and projects.KPI – Documentation Coverage: 95% or more of procedures documented (SOPs/SOIs).KPI – Documentation Accuracy: Quarterly review compliance: 100%.KPI – Reporting Timeliness: 100% of reports delivered on schedule.KPI – Ticket Knowledge Base Contribution: Minimum 5–10 articles per month.D06 – User Training and Support Conduct training sessions and create materials to help users better utilize IT systems, and provide proactive tips and best practices for using Windows-based tools effectively.KPI – Training Delivery: Minimum 1 session per quarter (target: 2–4 sessions per quarter).KPI – User Adoption Rate: Measurable improvement in tool usage (baseline and percentage increase to be defined at contract start).KPI – Training Satisfaction Score: 4.3 out of 5 or above.KPI – Reduction in Repetitive Tickets: 10–15% reduction in user‐error‐related tickets over time.Qualifications Security Clearance The Contractor shall hold a valid NATO SECRET security clearance.EducationA Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. Equivalent practical experience and industry certifications will also be considered.ExperienceMinimum of 3–5 years of experience in supporting IT end users' devices, hardware, and software.Proven experience as a system administrator, particularly with Windows clients.Proficiency in troubleshooting hardware, software, and network issues.Knowledge of Active Directory, Group Policy, and Windows Update management.Strong communication and interpersonal skills for user support and training.Familiarity with IT best practices (ITIL) and tools.Experience with IT service management (ITSM) tools.Experience with SCCM/Configuration Manager for deployment of Windows Baseline, Applications, and Patches.Certifications (Preferred)CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent.Experience with remote desktop support tools and virtualization environments.Working knowledge of ITIL processes and procedures.CompTIA Network+ or Security+.SkillsStrong analytical and problem‐solving skills.Excellent communication and interpersonal skills.Ability to work independently and as part of a team.Ability to prioritize tasks and meet deadlines.Proficiency in scripting languages (e.g., PowerShell, Bash).Knowledge of IT security best practices.Language ProficiencyLevel 3 English language skills according to NATO STANAG 6001: Listening (3); Speaking (2); Reading (3); and Writing (2), or equivalent to Common European Framework of Reference for Languages level B2–C1 (Upper Intermediate to Advanced).#J-18808-Ljbffr